Manage Chargebacks

Track, act on, and upload proofs for chargebacks / pre-arbitration / arbitration; track history and automatic emails & reminders.

Key concepts & statuses

Statuses: Chargeback, Pre-arbitration, Arbitration.

Stages: Open, Accept, Under Review (when merchant uploads proof), Submitted, Resubmit, Additional Doc, Reopen, Force Accept, Failed.

Step-by-step (responding to a chargeback)

1. Merchant receives email notification with chargeback details & due date.
2. Open Chargeback tab → search by Transaction ID / Date range (past 6 months).
3. Click entry → review details (Amount, Stage, Raised Date, Due Date, Reason).
4. Accept (if merchant concedes) or Upload Proof (pdf/jpeg). If uploading proof, JioPay Ops reviews and submits to acquirer.
5. If proof is invalid → stage becomes Resubmit or Additional Doc → upload corrected evidence.
6. If no action → Chargeback may be Force Accepted at TAT expiry.

Show history — use Show History in detailed Pre-Arbitration/Arbitration views to view full lifecycle (timestamps & downloadable proof).

Email alerts — JioPay sends emails for CB raised, accepted, proof submitted, reopened, proof invalid/insufficient, force accepted, rejected, and 24-hour TAT reminders.